Information and Communication Technology Assistant

Context

IOM works to help ensure the orderly and humane management of migration, to promote international cooperation on migration issues, to assist in the search for practical solutions to migration problems and to provide humanitarian assistance to migrants in need, including refugees and internally displaced people. As part of its activities in Kosovo, IOM assists in providing humanitarian assistance and protection-sensitive responses to migrants.
This position is responsible to support the provision of ICT solutions and services in the country office including end user support. The role is essential for maintaining efficiency and effectiveness of missions IT networks and systems, contributing to the overall organizational productivity.
Supervision
Under the overall supervision of Chief of Mission and the direct supervision of the Resource Management Officer and in close coordination with the Regional ICT Officer and relevant central ICT units.:
RESPONSIBILITIES
Provide end user support and ensure that all ICT support incidents and requests are addressed within the agreed service level agreements (SLA):

- a. Take ownership of users’ requests/issues, open, update, and close them in the helpdesk ticketing system.
b. Provide Tier 1 level technical support such as immediate diagnosis and workarounds for reported incidents.
c. Log all actions and steps taken to respond to an incident or to complete a request.
d. Assist in determining root causes and propose resolution for problems raised for reported incidents.
e. Escalate to Tier 2 at the Regional Office or supervisor when necessary and according to the identified priority level of the issue.
- Assist in creating and maintaining comprehensive documentation and reference materials for planned and delivered ICT systems in the mission and coordinate with the regional Office any planned changes in advance.
- Provide support, troubleshooting and maintenance and configuration of network, conference, telephony, physical security and system devices.
- Install and relocate the organizational unit’s hardware, coordinate equipment servicing and mange user accounts.
- Assist in responding promptly to information security incidents, mitigate and maintain IT Risks Register and escalate complex issues to the relevant specialist teams/units for resolution.
- In coordination with the Regional Office and Central ICT information Security Unit assist in the roll out of cyber security efforts.
- Assist in updating regular operating systems and software patches/firmware for workstations and devices to maintain security and protection against threats and vulnerabilities.
- Assist in the implementation and evaluation of digital solutions and liaise with the information management team to support and maintain mission data systems and analytics.
- Support in maintaining inventory of ICT software’ licenses and of ICT equipment in coordination with asset unit and advise the owners/management about assets that require replacement and the licenses that require renewal in a timely manner.
- Assist in the implementation of IOM ICT Standards and IOM ICT Policies and Guidelines regarding networks, systems, telecoms, ICT services, equipment usage, procurement of ICT equipment and information security.
- Perform other related duties as required by supervisor.

QUALIFICATIONS
Education
- University degree / (High school or diploma) in computer science or a combination of relevant education.
- Certification in any of the following (ITIL V4, MS AZ-900, MS AZ-104) is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience
- Three years for university degree’s holder or five years for diploma (or High school) degree’s holder professional experience in networking environment (LAN/WAN) and Tier-1 level network/desktop support.
- Experience working with specialized international agencies (UN Agencies, International Organizations, and International NGOs) advantageous.

Skills
- Demonstrated ability to troubleshoot and resolve hardware and software problems.
- Intermediate knowledge of Windows Administration at multi-site environment.
- Basic knowledge of MS Azure environment and cloud computing Knowledge of TCP/IP and Telecoms/Network protocols, Cisco devices, VPN, Active directory, Backup and Replication, Ticketing systems, Antivirus Software, and ICT utilities.

Languages

For all applicants, fluency in English, Albanian and/or Serbian is required (oral and written).

**Required Competencies**

Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these three values:

- Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
- Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
- Professionalism: